EmpireCovers

The customer received a cover that is fitting the customer's truckHe said the cover is slightly short where the mirrors are, but this is still a proper, fitThe customer was offered an exchange to our largest size which would be completely over sized, but would at least fit the width of the truck the way he wanted at the mirrorsUnfortunately, the customer placed his original order in our lowest cost material which we don't offer in the larger sizeHere is a link to the covers offered in the size that the customer would like to exchange to:http://www.empirecovers.com/search.aspx?size=U- [redacted] The price difference to the least expensive option was too much for the customer and he decided that he would rather have a refundWe consider this matter resolved

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We've gone ahead and sent the customer returns instructionsWe've not only extended our day return period but waived our 20% restocking feeIf the customer follows the provided instructions and ships the product back they will be able to receive their full refund

There was no advertisingOur covers are fully waterproofThe customer allowed water to pool on the cover and stretch and damage the fabric allowing water to pass through the damaged productWe have a day return period that this cover is well outside of--so we cannot take the cover back for a refundThe customer was instructed on how to redeem the warranty and receive a brand new replacementThe customer was offered a solution of how to prevent water from pooling and damaging the coversAgain, we are not able to refund an order from July of and recommend redeeming the warranty for a replacement

We're sorry for any confusionThere is no need to use a welder to assemble any of our carportsThose instruction template used is used for a wide range of carports types--that being said all carports offered by EmpireCovers.com do not require any weldingAgain, we apologize for any confusion, but the carport can be fully functional and appropriately installed with no need to weldWhen the instructions say to join two parts together, this simply means to insert the parts together as shown in the assembly instructionsAgain, there is no welding that needs to take place

We're sorry for any confusion, but no welder is needed to secure the carportThere is no need to weldWe thank you for your understanding

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The product is not advertised as 100% waterproof "with proper supports"; it is advertised as 100% waterproof And, it does not work with proper supports This has been tested I'm not sure how many times I need to keep restating myself and you feel the need to continue to blame me for your defective product This is insulting Regards, [redacted] ***

They sold me a product that did not perform as described When I called to discuss the problem with them they were very unprofessional and rude Would not take their faulty car cover back even when they new it was not up to standard This is a terrible product in my opinion and customer service was terrible I would never recommend this product to anyone

I purchased a cover for my *** which arrived on the day I was returning to mdFor the summerIt arrived damaged where the seems were not welded together, I took several pictures and submitted for a claimOrder #***RMA ***The only problem it was only for thirty days, I was not flying back so I called empire to explain the problemI was told not to worry it has a warrantyThe warranty depis a side buisiness to empireYou have to pay to return it and cannot change order an upgradeTo add to insult what I payed 86$ is now 56$Total piece of crapThey 100% guarantee is useless words

I purchased a cover online at Empire Covers on 03/28/Within a week, the cover began to rip By the end of the month, it had ripped in several places I called the customer service number several times I could not get a human on their phone I left several messages and no one ever returned my call Finally, I purchased a new cover at a different company and returned the defective cover to Empire in the box I received the new cover in I enclosed a email I had sent to them as well as a hand written note stating I have tried and tried to get a hold of someone and no one ever returned my call
I disputed the charge with my credit card company They responded by saying I did not call for an authorization so I was not allowed to return the cover HOW CAN I GET AN AUTHORIZATION WHEN NO ONE ANSWERS THE PHONE OR RETURNS CALLS! My credit card company re billed the account for the $ I opened another dispute That time, they said I was not within the day refund period

Great cover! Really nice material that seems that it will hold up in the futureWhen I opened the shipping box the cover was extremely tightly rolled up inside the storage bag, like they used a tank to run it over to flatten it before it was compacted into the storage bagThe storage bag is way to small! I could not even stuff the cover into the shipping boxPlease provide an adequate sized storage bag

We're very sorry for the frustrating experience with our companyAs explained on the phone we're unsure why you were unable to reach us over the phone, this is a big concern for us and we've alerted our phone company of this possible issueWe always return all calls within hours and apologize that you could not speak with us about this problem prior to mailing the cover backSince the funds are currently being disputed with the credit card company we do need to allow that process to take its course and are unable to refund you until *** *** finalizes their investigationSince we have been able to make contact and speak about this issue we understand why the item was returned without authorization and would like to work with *** *** to return your funds to youOnce *** *** reaches out to us with an update on the dispute we will ask them to refund your $Hopefully this will happen soonAs for your shipping of $we'd like to send you a check for that amountPlease confirm that the address we have on file is the best address to mail this reimbursement check to

Easy to order, fast FAST shippingGreat fit and fills like silk on outside and fleece on insideGot the Titan indoor red cover and couldn't be happier with itCovers my chevelle perfectlyThank you

Empire sold my wife a car cover as a birthday present for me She confirmed with a customer service rep before purchasing that she would be able to return the product since it would be outside their standard day return policyIt is now almost days after receiving the product

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and would like to put this on hold until *** *** reviews and refunds my money and I get a check from the company. The address on file is the correct mailing address for the refund check of the shipping
Regards,
*** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the instructions name only the model we have specifically it is not a general/generic set of instructions
It gives my dimensions specifically and it also list that you will need a welder to complete assambly I am not protecting my Rv with something that is being held together buy gravity as customer service rep explained to me
It is advertised as having All hardware included for easy assambly and I do not own a welder unless they would like to provide one the should take the return back at no coast to me
Regards,
*** ***

I wrote to Empire Covers and explained the following:
My husband and I purchased a cover for our Crestliner Pontoon from you guys last summer It fits the boat perfectly but has not worked to protect from anything but sun and leaves Whenever it rains, or snows, the precipitation pools in parts of the cover, begins to weight it down, and ultimately, soaks through onto the floor and cushions, pulling part of the cover off of the pontoon as it weighs now We have tried several different things to prevent this, including emptying it frequently (which usually results in more water in the boat because the weight of it is so heavy and it is awkward to move), custom making supports to hold it up in the middle and deflect the water, modeled after our neighbor's supports for his pontoon cover, but to no avail We ended up pulling the cover off for the most of the summer because it was so unhelpful This winter, we covered it and it obviously did the same thing, including the pulling of t

The customer ordered products from us, an umbrella and an umbrella baseThe products that the customer selected do not work together due to pole and hole diameter (below will explain why)If the customer would like to return the products, she is responsible for the return shipping costs and the
20% restocking fee as laid out on our websiteThe return policy can be viewed here: https://www.empirepatio.com/returns.aspxPlease note that due to their complex packing and shipping cost, all
umbrella, umbrella stand returns, rugs, hammocks and hammock stands will
be charged a 20% restocking fee and the customer will be responsible
for paying for all shipping costs involvedEmpirePatio will gladly
correct any incorrectly shipped or defective item at no extra charge to
the customer within the first days of receiving the order. All the necessary information was made available on our website prior to the customer ordering to make sure that she could have purchased two products that would work togetherWe list the umbrella pole diameter and the diameter of pole that the base can takeAs for the missing cap, that was not mentioned in the customer's first contact with usWe can send a replacement cap out, but customer does not want thatThe customer wants a refund for a product that they purchased that they can't use due to their mistake when orderingWe have already emailed the customer with return instructionsAt this point we are just waiting to receive the products back so that we can issue the partial refund

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I do wish to not have my problem listed on the web siteThey have resolved my issues and after speaking with the right person have resolved my issue completelyThank you*** ***

I ordered a four year cover for my truck on empirecovers.com on 11/27/order # *** That cover lasted approxsixteen months before desintegrating and turning to powderI emailed them about warranty and they pretty much want you to find/purchase a box, a detailed description of the problem then pay the shipping to an address they giveYou may hear from them in two weeks so the vehicle will not have a cover for approxone monthThey do not accept picturesI believe they do this as some people (including me) will not go through the hassle
Moving to 8/3/I only needed a cover to last 7-Months while my cancer radiation treatments continueBefore removing the previous cover I then ordered another four year cover order # ***This cover is desintegrating one month after purchaseAgain the same return policy even after one month of usage on a four year coverAgain they do not accept picturesI told them they did not need to respond to the complaint but I will expl